If your business is struggling to keep track of issues, it is high time you consider incorporating help desk software. Companies that often handle external and internal support requests have streamlined their load by using help desk ticketing systems.
Learning how to develop a ticketing system makes it possible for a company’s support service providers to get organized, effective, efficient, and focused. This directly affects revenues and costs, a brand’s public image, and customer retention. In the end, ticketing systems help business owner’s support and deal with incidents/issues the organization may be facing.
How do ticketing systems work?
When there is an incoming issue, either via a supervised email address or web form, the system creates a ticket. Different messages get stored within tickets, and they help customer support staff keep track of the issues. These tickets also make it easy for the same problems to be tracked in the future and the solutions provided.
The moment the system receives a ticket, a member of the customer support team is notified. The staff will accept that ticket. And immediately engage in a conversation with the customer who sent it. Once the ticket has been resolved, the team marks it as ‘resolved.’ After that, the agent can go to the next ticket.
If an issue presented by a ticket keeps recurring, that issue can be used in features like FAQ or knowledgebase articles on your company’s website. The source of tickets can either be phone, email or live chat, Facebook, Twitter, etc.
Benefits of knowing how to develop a ticketing system for your Helpdesk
Once you have learned how to develop a ticketing system for your businesses’ helpdesk, you will notice that it has both long-term and immediate benefits. Some of the ways your businesses’ functionality and workflow are affected include:
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Streamlining operations
No matter how good your IT support and customer service staff are, there are instances where they may experience severe bottlenecks. This is especially if the demand for solutions is higher than the ability of your team to solve them. Ticketing systems will ensure that the right staff received inquiries they are best suited to solve. That way, less time will be wasted trying to solve issues they are not good at. This translates to efficiency in workflow.
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Reduced backlogs
Now that resolutions are considerably more efficient, there is a less likely chance that problems will languish in queues. Tickets also contain sufficient relevant information making it easy for the support team to assess situations, reach out to the customer and start working on tasks.
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Improved ticket grouping
Businesses nowadays have more than one or two service request channels. When a good ticketing system is utilized, nothing will get lost. This is because specific criteria will determine how each ticket is organized. That way, support staff can locate previous issues with ease, and the team will also b able to see what steps were undertaken to sort that issue out.
Three Key Tips on How to develop a ticketing system that runs smoothly
Here are examples of how to develop a ticketing system that allows more rapid resolution times and also put less stress on the support team:
- Identify the situations that call for ticket escalation by defining the process of escalation.
- Automate the ticketing functionality that way, nothing will fall through the cracks.
- Ensure that agents have given detailed information on the resolution process.
Features to look for in a ticketing system
Ticketing systems are available nowadays in the dozens. Finding a versatile one that can be customized is essential and will guarantee successful customer interactions. You should look for:
- An intuitive interface: This is most useful when paper-trailing a case. It also enables quick resolutions.
- Conversion of email - ticket: Email remains the primary source hence the need to convert emails to tickets.
- Automated assigning of tickets: This also helps in quick resolution since support staff will be handling cases they are well versed in.
- Social media and live chat integration: Some systems can monitor social media platforms, thus sniff out budding support tickets and thus convert them to tickets.
Conclusion
You can never go wrong by using a ticketing system in your business. They are a great way of assigning importance to each ticket. In turn, all issues are tailored, thus gives your customers a personalized feel. In the long run, a good ticketing system simplifies your businesses’ customer support practice. The result is faster response time, and excellent customer reviews brought about by a great customer experience.